AccountId: 011433970860
ContactId: 3492a2d8-6863-47cd-856e-03bc9da636af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353209 ms
Total Talk Time (AGENT): 102268 ms
Total Talk Time (CUSTOMER): 177433 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3492a2d8-6863-47cd-856e-03bc9da636af_20250612T15:05_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and my husband and I have this, um, hospital policy through my work. And, um, he was admitted to the hospital a couple of days ago. Um, now, what type of forms are you gonna need to file a claim? Do you need that UBO for?
[CUSTOMER][NEUTRAL] Claim that shows the hot.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Is that the right form the UBO for?
[AGENT][POSITIVE] Yes ma'am, that is the correct one,
[CUSTOMER][NEUTRAL] OK. And let me just ask about the benefits. It's, he hasn't been to the hospital this, this year anyway, but there's a $1000 benefit when you are admitted, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I need to double check your policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I do, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] It it should be on my card, yeah, 02290812.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then just for verification, [PII], I will need to get please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, that's his. Mine is [PII], and it's [PII].
[AGENT][POSITIVE] Thank
[AGENT][POSITIVE] Thank you. All right, let's see.
[AGENT][NEUTRAL] Hospital.
[AGENT][NEUTRAL] OK, yeah, so first occurrence hospital writer looks like it's a $1000 benefit. So yeah, first time it looks like you're admitted, it's gonna pay $1000 yes.
[CUSTOMER][NEUTRAL] OK. And then for every day that he's in, what does it pay?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 55.
[AGENT][NEUTRAL] And then for everyday um confinement, it looks like it pays $100 per day.
[CUSTOMER][NEUTRAL] OK, just so I know what.
[CUSTOMER][NEUTRAL] And um if he should have to go into a long-term rehab, am I covered under that, or?
[AGENT][NEUTRAL] Um, I don't, let's see.
[CUSTOMER][NEUTRAL] Uh, it's like a hospital facility that he'll, he'll be out of one hospital and into another.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, yeah, I don't see anything under like limitations or exclusions that leads to that it wouldn't be.
[AGENT][NEUTRAL] Considered a covered.
[AGENT][NEUTRAL] Benefit. It does say under hospital confinement benefits. It just says benefits payable will not exceed a maximum total of 180 days for any one period of confinement.
[CUSTOMER][NEUTRAL] So they
[CUSTOMER][NEUTRAL] OK. So, if the hospital sends him to another area of, well, they're associated with the hospital, um, like if they can't do what they need to do at the hospital, then they'll send them to a place called Encompass, and that's a hospital rehabilitation because they're, they're fall victims. They just can't send them to a regular hospital. I mean, regular rehabilitation center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I think they paid, I think like 4 years ago, I think they may have done 100 a day. I don't quite remember, but I just was asking, could you email me the forms for um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For filing a claim. Let me just spell where it needs to go. It's the letter M as in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the last name is [PII]. I don't know if you have it there. It's [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we have pretty much the same thing except [PII] on file, but
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Except I'm sorry, except what? I didn't get the last part.
[AGENT][NEUTRAL] Oh, the email address on file is a Yahoo account, but I can send it to that one.
[CUSTOMER][NEUTRAL] Yeah, yeah, send it to my work one because my scanner's not working and I'm on my way to the hospital.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I haven't had time to get in. Yeah, that's fine.
[AGENT][NEUTRAL] Yeah, I hear you.
[AGENT][NEUTRAL] OK, yeah, I will email you those forms now.
[CUSTOMER][NEUTRAL] OK, that would
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye bye.